Effective FAQ Retrieval and Question Matching With Unsupervised Knowledge Injection

TL;DR

This paper proposes an unsupervised knowledge injection method into language models to improve FAQ retrieval and question matching by leveraging domain-specific and topical word relations, demonstrating promising results.

Contribution

It introduces a novel unsupervised approach to inject domain-specific and topical knowledge into language models for enhanced FAQ retrieval and question matching.

Findings

Improved accuracy on Chinese FAQ dataset

Effective use of unsupervised domain-specific relations

Competitive performance on large-scale question matching

Abstract

Frequently asked question (FAQ) retrieval, with the purpose of providing information on frequent questions or concerns, has far-reaching applications in many areas, where a collection of question-answer (Q-A) pairs compiled a priori can be employed to retrieve an appropriate answer in response to a user\u2019s query that is likely to reoccur frequently. To this end, predominant approaches to FAQ retrieval typically rank question-answer pairs by considering either the similarity between the query and a question (q-Q), the relevance between the query and the associated answer of a question (q-A), or combining the clues gathered from the q-Q similarity measure and the q-A relevance measure. In this paper, we extend this line of research by combining the clues gathered from the q-Q similarity measure and the q-A relevance measure and meanwhile injecting extra word interaction information, distilled from a generic (open domain) knowledge base, into a contextual language model for inferring the q-A relevance. Furthermore, we also explore to capitalize on domain-specific topically-relevant relations between words in an unsupervised manner, acting as a surrogate to the supervised domain-specific knowledge base information. As such, it enables the model to equip sentence representations with the knowledge about domain-specific and topically-relevant relations among words, thereby providing a better q-A relevance measure. We evaluate variants of our approach on a publicly-available Chinese FAQ dataset, and further apply and contextualize it to a large-scale question-matching task, which aims to search questions from a QA dataset that have a similar intent as an input query. Extensive experimental results on these two datasets confirm the promising performance of the proposed approach in relation to some state-of-the-art ones.